What To Expect: PromoSuite Support Workflow
Live Support is available Monday through Friday, 9a-7p ET and can be reached:
- by Phone @ 212-509-1200
- by Email @ firstname.lastname@example.org
- via Help Center form
All support requests result in the creation of a “ticket" and upon creation of your ticket you will receive email confirmation that we have received your request as well as a ticket ID # for future identification.
All requests are reviewed by/responded to by a customer success representative in our Tier 1 “New Ticket Triage” team and if the question or problem detailed in the ticket can be answered or resolved, the information is communicated to the end user and the ticket is closed.
If the question or problem detailed in the ticket cannot be answered or resolved, the ticket is escalated to a Tier 2 product specialist who attempts to answer or resolve the ticket. Escalation continues as needed to a Tier 3 product owner and a Tier 4 development resource should it require their input.
Along the way you will be kept informed of the situation and should the ultimate resolution require a code fix - you will be provided with a temporary workaround to address the problem until the a permanent fix is in place. At the time the fix is in place, you will be notified.
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